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AXELOS has run a survey I created on sustainability and IT. I’ve still to analyze it in correlation terms but here are a few interesting snippets:1166 people completed the survey 87% of organizations have included sustainability across at least one of strategies, priorities, and metrics However 91% of the respondents think that their organizations could do moreThe top 3 sustainability challenges were:Competing priorities for resources 51% Missing knowledge and skills 39% Insufficient education and training 38%
Cheer and challenge in equal measure sums up the holiday season in a nutshell. For support reps, it can be the most stressful and busiest period of the year. Shipping volumes are at their highest, delivery issues are plenty due to surge in demand and weather complexities, customers expect speedy redressals, and constant reassurance; the list is never-ending and frankly exhausting. Here’s the silver lining - you can turn this dismay into delight by empowering your agents with powerful technology that helps them proactively respond to critical situations in the last mile. By bringing together your helpdesk and a delivery management platform, we want to help you overcome the challenges, complexities, and chaos of holiday season shipping. The Freshdesk - LateShipment.com integration strengthens the hands of your support team and helps you stay in control of the last mile by: Automatically triggering delivery-related tickets to be pushed to Freshdesk from LateShipment.com Sending persona
I’d love to attend this Freshworks customer event in November and hopefully I can make it work from here in the UK. If you are thinking of attending (I’ve not seen a registration page or agenda yet), what would you hope to get from the event? Please let me know as a response :)
Community Hours 25th August 2022: Server Method Invocation - A Serverless take on Remote Procedure Calls
REGISTER Server Method Invocation (SMI) feature allows you to build frontend apps that invoke a serverless component. This session will discuss why you need SMI and when to use it in your serverless app. Join us live on Thursday, 25th August at 2:00 PM CET to explore the feature and learn from fellow developers in the community! TopicServer Method Invocation - A Serverless take on Remote Procedure CallsSpeakerShravan Balasubramanian - Senior Software Engineer at Freshworks (Follow Shravan)When25th August 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone Agenda What is SMI, and why do you need it? How to get started with SMI registration How to invoke SMI functions and essential things to remember about SMIs How frontend apps invoke SMI functions, and the response is handled When to and when not to use the SMI function Demo/Sample use case Q&A What’s in it for me? To introduce SMI and further explore when to make use of it in your serverle
Blog “quality” is subjective but before you publish a blog, it’s worth considering doing the following:Read it through and check spelling – a badly written blog is a hard-to-read blog. It can also distract the reader from your message if they are mentally “red-penning” your blog. Ensure that you make a point – and that it’s the point you intended to make. Unfortunately a blog that wastes the reader’s time can prevent them returning to your blogs. Try to make the blog easy to read – add graphics if appropriate, break it up through the use of section titles, and consider bullet points when listing things. Avoid the use of jargon – yes, I’m personally bad at this but I do try to link to definitions. Link to the people and resources that you mention – if you big-up someone or their work then link to them on the Community or social media.
Here are 5 tips for writing a blog: You don’t have to write a blog all in one go. It’s also often good to put a blog down and return to it for a number of reasons: to add in extra content that you have since thought of; to remove content that is superfluous or potentially open to misinterpretation; and you can better assess whether you have made your point. You don’t need a brilliant blog title when you start writing it – my blog titles are often things like “EX Blog” and the title comes once the blog is part-written or complete. Sometimes the blog title changes as the blog is being written, usually as the content changes the blog context. You don’t need to start at the start and end at the end – just write as ideas come into your head, so you might write the last paragraph first. Dropping a number of key points down, reordering them, and then joining them together is an easy way to write a blog. You could say it is blogging-by-numbers but it works for me. You can have multiple blogs
If you want to blog in the Refresh Community, then here are some tips I wrote a decade ago that still apply:Writing a blog might seem too steep a challenge for some. It’s not. Just give it a go after considering the following points:Understand that your knowledge is valuable – many people don’t blog because they think they have nothing of interest to say. Just focus on what you know and you will be surprised at how helpful it will be to others. If you are worried about your blog, and need a “safety net,” then send it to a friend or colleague to review before posting it (or to me if you like). The more you blog the easier it will become. Your blog doesn’t have to be “War and Peace” – blogs are ideally 500-600 words long (or so I’m told). If they are longer or shorter, so what if the content is worth reading? The main thing is to think of the reader, their attention span, and the value-add relative to the word count. For instance, this blog will well-exceed 1000 words so I decided to spl
Psst 👀 Freshworks Community, there's something exciting coming your way.Bustling with ideas? Think your expertise can help others? Have a Freshworks product use case to share with your peers? Whatever your interests are, starting next week the 🔦 spotlight is yours. Become an integral part of Freshworks’ global community, share your valuable insights, and make a impact. A host of benefits and goodies await you. Would you be interested in becoming a guest blogger? Yes, no, maybe - tell us in the comments!Stay tuned for August 16! ⏰
To potentially up your blog’s readership:Think hard about the blog’s title – this is not only to attract the attention of the reader but also to improve your blog’s search engine ranking (as will adding tags). Many of my better blogs have died due to their titling rather than their content and conversely average blogs have done well due to a great title. Sometimes a clever blog title will prevent you getting reads. Exploit what works with blog titling – yes it’s naughty I know but some blog titles attract more reads than others. Examples are “10 Top Tips For …” or titles that are somewhat provocative. But also remember that a misleading title, where the blog doesn’t deliver on its promise, will also alienate readers from reader your future posts. Socialize the blog – blog reads might be heavily dependent on the links to it (as well as search engine rankings). So push your blog out via your social channels (Twitter, LinkedIn, Facebook, etc.). A second posting to Twitter can help too as
What can the Refresh Community do for you?Getting started
Have you heard of Jaime? He's been seen around the Freshworks LinkedIn page sharing his experience with and insights into the Refresh Community.Here’s how the community has helped him - Network. This is your golden opportunity to connect with peers, unearth a whole new world of product understanding, and make the most out of your Freshworks suites! Every day is a party around here. Join in, let's get talking. Learn. Take a moment to upskill and accomplish with ease! Garner in-depth knowledge about Freshworks products from experts, peers, and content that gives you all the deets. Take a look - Grow.Catapult your growth! Get exclusive access to content that will help you boost your expertise within the Freshworks product suite, and beyond. For example, have you seen our tips tuesday series for Freshdesk customers? - ...And so much more!The community team is at your service!
Level Up Your CX | Episode 2: How to break the language barrier in global customer supportMarketplace
Language is a significant barrier when support teams cater to customers across the globe. Queries come in multiple languages but agents aren’t equipped to handle them. Digital channels such as websites and FAQs aren’t always available in the customer’s preferred language, leading to a further surge in queries. How do you rise above this crucial challenge and elevate your CX game? The answer lies in adopting and amplifying the right tech stack to provide multichannel and multilingual support. Stream episode 2 of our LinkedIn LIVE series with our Tech Partner, Unbabel, on how you can empower your agents throughout every stage of the journey and #LevelUpYourCX with Freshdesk and Unbabel. By bringing together the capabilities of Unbabel and Freshdesk, organizations can engage in more meaningful conversations and support every customer, across every channel, anywhere in the world, regardless of the language they speak. Check out the app by heading to the Freshworks Marketplace.
The role of self-service in search and support strategy | Level Up Your CX with Freshdesk and YextMarketplace
Data silos is one of the key factors affecting ticket deflection, resolution times, and critical support metrics which in turn creates a domino effect on your business goals.How do you make your customer support team’s life easier and reduce the frustration that comes with the long wait times and mounting tickets - all because support-related content can’t be easily found?In episode 3 of #LevelUpYourCX with our Tech Partner, Yext, Eric Bohren and Joe Jorczak discuss how you can cater to the want-it-now culture and understand customer intent better. Watch the complete conversation to learn the vital role of self-service in your search and support strategy as well as how to #LevelUpYourCX with Freshdesk and Yext. With the joint self-service capabilities of Yext AI Search and Freshdesk, you can centralize all of your support content, interpret customers' intent and deliver contextually relevant direct answers, and in turn increase CSAT scores. Try it out for yourself and transform your C
Hello Community Fam! :) It’s been a while but we are back with the latest edition of our #TechTuesday series and we guarantee you that it’s going to be nothing short of fun. The task at hand is quite simple. All you have to do is guess these brilliant apps and integrations from the Freshworks Marketplace based on the icons. Put on your thinking caps cause it might get a bit tricky. If you need any clues along the way, give us a shout out in the comments section below. APP #1 APP #2 APP #3 APP #4 APP #5 APP #6 APP #7 APP #8 We are super excited to see how many of you are able to crack these emoti-codes. 😁P.S If you’ve been following the Apps and Integrations channel out here on the Refresh Community, we’ve mentioned almost every single one of these apps at least once in our posts. (Saving the rest of the clues for later)
The Freshworks Summer ’22 Product Launch highlights new and recent innovations to empower the people that power your business. The product updates are designed to make work easier and more delightful. What product update will be most impactful to your company?Let’s take a peek into some highlighted capabilities that make delight easy across customer and employee experiences.Freshchat Equip your agents with total customer context across use cases, such as Support, Sales, and Marketing, through the power of Freshworks Neo Platform's Unified Customer Record (UCR) - enabling the agents to delight customers flawlessly.Learn about additional capabilities of Freshchat here Freshdesk With Custom Objects, agents need not switch between multiple tools, but instead can bring in business-critical information from other data sources right into Freshdesk. That’s what we call empowering agents to resolve issues faster and in a contextual manner.Learn about additional capabilities of Freshdesk here F
I’ve just stumbled across the Freshworks “Champions of Delight - 2021” while searching for information on the Refresh 2022 event.Last year’s winners are listed here: https://www.freshworks.com/championsofdelight/But it got me thinking on what new awards would be needed as we end 2022. Any thoughts?
I am looking to update a ticket with a Power Automate Flow. Specifically, I want to add attachments from a SharePoint list item. I’ve heard from multiple people that it is best to use a HTTP call over the built-in connector. The request is form-data type. I’ve tried adding attachments into an array as it asks, but it’s just not working. It says my format is wrong or if not that, my array is an object instead of an array. Does anyone know how I can do this?
IT infrastructure is the fundamental building block for enterprises that want to provide an ‘Always ON’ experience. But a decoupled discovery process from your service management solution results in erroneous siloed execution and affects business continuity. For enterprises to gain a razor-sharp 360° view of their complex infrastructure, it is absolutely crucial to bring infrastructure visibility into the service management processes. Not only is this the first step towards enabling uninterrupted IT but also helps boost business continuity, breaks data silos, and democratizes infrastructure information for all teams to use. In this insightful discussion with Freshworks and Device42, our speakers Eric Bohren and Yama Habibzai let you in on the methods to make your service management processes more accurate and how to enable real-time asset information to see the big picture of uninterrupted IT. Watch the full video to learn how you can see clearly and resolve confidently with Freshservi
Hello Community fam,We have some very exciting news for you from the Freshworks Marketplace that’s sure to get you pumped up! *Drumroll please* Introducing the Freshdesk and injixo integration that is here to revolutionize workforce management. Empower your high-performance support teams with the dual powers of Freshdesk + injixo, designed with the sole purpose of boosting agent productivity and delighting customers.Today’s virtual realm comes with its fair share of pros and cons; the magnitude of which is felt by the support team. Supervisors are tasked with overseeing teams that are disjointed and distributed all across the globe. With the added woes of resource crunch, it’s a challenge for admins to manage and distribute agents based on the workload. The struggle is real. But it ends here. Here’s how you can do more with Freshdesk + injixo: Accurate forecasting and staffing Efficient skill-based scheduling Agent engagement through self-service Impact-driven reporting and
Hello folks, While we settle into the rhythm of the new year, it’s also an opportune moment to set goals, draft plans, and manifest dreams. Now, wouldn’t it be great if you get a glimpse of what’s coming your way? Well, we might have just the thing for you! To enable businesses like yours to drive delightful customer experiences, we’ve put together a list of ‘apps that you are destined to adopt based on your zodiac sign’. From agent productivity, assets & incident management to reporting and analytics, the Freshworks Marketplace is home to a great many apps and integrations. Read on to find out the app destiny has in store for you: Aries (March 21 - April 19)Bold, ambitious, and known to dive headfirst into challenging situations. And what better than Slack + Freshsales Suite to help conquer the mountains along the way. This integration helps accelerate your sales cycle through real-time, context-driven collaboration across teams within Slack. Taurus (April 20 - May 20)Extremely fo
Introducing Know our Refresh Community Champions - a monthly feature of sharing stories about our Most Valuable Players (MVPs) within Community! Introducing to you, this month’s Refresh Community Champion - @zachary.king Zach has been a key player right since the inception of the community and has brought in a lot of commendable value to the entire community through his expertise, willingness to help and share and to also ensure our members have a delightful experience using the community!I’m super happy to present Zach and his story for all of you! Have questions and words of gratitude for Zach? Share them here! A lot of interesting things are coming your way, so stay tuned!!We love speaking to our members and sharing their stories here for all of you! If you’d like to nominate someone or yourself to be featured, just let us know and we’ll reach out to you.
Wordle Of The Week #1Marketplace
Here’s a wordle on this fine wednesday to make you go YAY! 😁We’ll keep this short and sweet. This is a 5 letter word that is the foundation of what the Freshworks Marketplace and Neo Platform seek to do through our ecosystem of apps and shared services. https://mywordle.strivemath.com/?word=qbzij Let us know in the comments once your crack it (without giving out the word). Good luck and happy wordle-ing! ✨
Hello Community Fam, We hope you’re having a fabulous start to the week! As for us, we love nothing more than a delightful and transformative customer story alongside our cuppa to begin the day with. And what better than sharing that joy with all of you. Let’s begin with some backstory. Collinson Group, a UK travel experiences and insurance company, is a global leader in customer benefits and loyalty. They deliver exceptional travel assistance and insurance products with differentiated value propositions, and loyalty solutions that win deeper, more valuable customer relationships. In late 2019, the Collinson group begun their digital transformation journey with Freshworks to improve the efficiency of customer interactions and bring services to market quicker. The main goal was to eliminate data silos, automate operations, and shift to a consumption-driven model. This was made possible with Freshdesk’s omnichannel engagement solution and its seamless integration with Amazon Connect’s
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